Continuous Improvement and the Expansion of Quality ... - NCQA

T H E S TAT E o f H E A l T H C A R E Q U A l I T y 2 0 1 1 • A P P E N D I C E S
APPENDIx 3A: CAHPS MEMbER SATISfACTIoN
MEASURES: 2010 NATIoNAl HMo AVERAGES
CaHPs MEMbEr satIsfaCtIon MEasurEs
natIonal HMo avEragEs—2010
MEASURE CoMMERCIAl MEDICARE MEDICAID
Consumer and Patient Engagement and Experience
Rating of Health Plan—Rating of 8, 9 or 10 64.2 NA 72.4
Rating of Health Plan—Rating of 9 or 10 40.3 NA 54.7
Rating of Health Care—Rating of 8, 9 or 10 76.6 NA 68.9
Rating of Health Care—Rating of 9 or 10 50.7 NA 48.8
Getting Needed Care—Usually or Always 86.2 NA 76.0
Getting Needed Care—Always 53.9 NA 50.1
Getting Care Quickly—Usually or Always 86.5 NA 80.6
Getting Care Quickly—Always 58.2 NA 56.2
How Well Doctors Communicate—Usually or Always 93.9 NA 87.8
How Well Doctors Communicate—Always 73.5 NA 69.1
Rating of Personal Doctor—Rating of 8, 9 or 10 83.2 NA 76.4
Rating of Personal Doctor—Rating of 9 or 10 65.0 NA 61.1
Rating of Specialist—Rating of 8, 9 or 10 82.3 NA 76.9
Rating of Specialist—Rating of 9 or 10 64.1 NA 61.3
Customer Service—Usually or Always 84.5 NA 79.7
Customer Service—Always 59.4 NA 59.5
Claims Processing—Usually or Always 88.6 NA NA
Claims Processing—Always 55.5 NA NA
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